Automation

Automation rules handle repeatable ticket work with explicit triggers, conditions, and actions. Use them when the same input should produce the same result.

The shape of a rule

Three pieces:

1. Trigger: what happened (e.g. "a ticket was created")
2. Conditions: optional filters that narrow when the rule applies (e.g. "and it's priority Critical")
3. Actions: one or more things to do (e.g. "assign to the on-call lead and add an internal note")

Building one

Settings → Automation → Create Rule. Pick a trigger, narrow with conditions if you need to, define the actions, save. Rules can be toggled on and off without deleting them, useful when you're not sure a rule is doing what you wanted.

Triggers

• Ticket created: fires once per new ticket regardless of source (email, portal, API, manual)
• Ticket updated: fires whenever a ticket's status, priority, assignment, or other fields change
• Time-based: fires when a ticket has been idle for N days, or on a schedule you define
• SLA warning: fires when a ticket is approaching its SLA deadline
• SLA breach: fires when a ticket has missed its SLA target

Actions

• Assign to a specific person
• Change status
• Set priority
• Add a label
• Add an internal note
• Set a custom field value

Two concrete examples

Auto-close stale "Waiting" tickets

When a ticket has been Waiting on the customer for two weeks, close it with a polite note. They can reopen by replying.

• Trigger: Time-based
• Conditions: Status is "Waiting" AND idle for 14+ days
• Actions: Change status to "Closed" + Add internal note "Auto-closed after 14 days without customer response."

Escalate Critical tickets

The moment a Critical ticket appears, you want it assigned and someone aware.

• Trigger: Ticket created
• Conditions: Priority is "Critical"
• Actions: Assign to on-call lead + Add internal note "Critical ticket, escalated automatically."

A note on order

Rules run in the order they're listed on the settings page, and a single trigger can fire multiple rules. If you have rules that conflict (one sets priority to High, another to Critical), the order matters. Drag rules to reorder them.